Abstract
The rapid growth of e-commerce and changing consumer expectations have caused a significant shift towards on-demand logistics platforms in the delivery industry. While these platforms offer numerous benefits, including improved efficiency and customer satisfaction, their implementation and success in South Africa face unique challenges. This study aimed to investigate the benefits, challenges, and critical success factors associated with the transition to on-demand logistics platforms, with the goal of developing a framework to guide logistics service providers in this transition.
A mixed methods approach was used, combining a bibliometric analysis of relevant academic literature with qualitative interviews of 13 senior employees that have implemented on-demand platforms. Data analysis was conducted using Atlas.ti software. The bibliometric analysis, using Web of Science and Biblioshiny, provided a comprehensive overview of current research trends and gaps in the field. In-depth interviews offered practical insights into the motivations, challenges, and outcomes of adopting these platforms in the South African context. Based on the two analyses, it was possible to identified common themes and patterns across the data.
The study revealed several key benefits of on-demand logistics platforms, including improved operational efficiency, enhanced customer satisfaction, and increased competitiveness. However, significant challenges were identified, such as infrastructure limitations, high initial investment costs, and organisational resistance to change. The research highlighted critical success factors for effectively implementing these platforms, including strategic planning, employee training, and adaptive technology integration. This integrated approach enabled the development of a comprehensive framework to guide South African logistics companies in transitioning to on-demand platforms. The framework addresses key considerations, such as technological readiness, market dynamics, and organisational culture.
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This research contributes to the theoretical understanding of on-demand logistics platforms and provides practical insights for South African industry practitioners. By bridging the gap between academic research and industry application, this study offers valuable guidance for logistics companies seeking to navigate the complexities of digital transformation in the delivery sector. The findings and resulting framework have implications for improving the competitiveness and efficiency of South Africa's logistics industry in an increasingly digital marketplace.